Infrastructure and IT Services Manager

ARCXIS•Houston, TX

11h•Onsite

About The Position

The Infrastructure and IT Services Manager is a hands-on leadership role responsible for the administration, optimization, security, and support of the company's infrastructure environment while leading the Service Desk organization and overseeing IT procurement activities. This position serves as the operational leader for infrastructure, end-user support, vendor management, technology procurement, asset management, and service delivery. The successful candidate is expected to remain technically engaged, acting as the senior escalation point for complex infrastructure issues while providing leadership, coaching, and direction to the Infrastructure Engineer and Service Desk team. The ideal candidate combines strong technical expertise with proven management capabilities and thrives in an environment where balancing strategic initiatives with hands-on operational responsibilities is essential. 40% Hands-on Infrastructure Engineering 30% Team Leadership & Service Desk Management 20% Project Planning & Reporting

Requirements

Bachelor's degree in Information Technology, Computer Science, or related field; equivalent experience considered.
7+ years of progressive IT infrastructure experience.
3+ years of experience leading technical teams.
Demonstrated experience managing enterprise infrastructure environments.
Experience managing service desk operations and technical support teams.
Experience leading infrastructure modernization and implementation projects.
Microsoft 365 Administration
Active Directory / Entra ID
Windows Server Administration
Virtualization Technologies (VMware and/or Hyper-V)
Enterprise Backup & Disaster Recovery
TCP/IP Networking
DNS, DHCP, Group Policy
Endpoint Management Platforms
Security and Vulnerability Management
ITSM Platforms and Ticketing Systems
Asset Management Systems

Responsibilities

Provide hands-on administration and support of enterprise infrastructure, including: Microsoft 365, Active Directory / Entra ID, Windows Server, Virtualization platforms, Enterprise storage systems, Backup and disaster recovery solutions, Network infrastructure, Endpoint management platforms, Security systems
Serve as the primary escalation point for complex infrastructure and operational issues.
Monitor system availability, performance, capacity, and reliability.
Manage patching, vulnerability remediation, and infrastructure lifecycle planning.
Lead infrastructure projects, upgrades, migrations, and deployments.
Develop and maintain operational runbooks, technical documentation, and architecture standards.
Participate in after-hours maintenance and major incident response when required.
Maintain security controls and ensure adherence to company cybersecurity policies.
Lead a team of four Service Desk professionals responsible for end-user support across the organization.
Establish service delivery standards and performance expectations.
Monitor ticket queues, response times, and resolution metrics.
Ensure adherence to service level objectives and customer service standards.
Act as an escalation point for service-related issues.
Develop and mentor team members through coaching, training, and performance management.
Drive continuous improvement initiatives that improve support efficiency and user satisfaction.
Conduct regular team meetings, workload reviews, and resource planning.
Manage infrastructure and operational projects from planning through implementation.
Coordinate resources across infrastructure and service desk functions.
Develop project plans, timelines, budgets, and risk mitigation strategies.
Partner with business leaders to align technology initiatives with business needs.
Track key performance indicators and provide regular operational reporting.
Support technology standardization efforts across all locations.
Manage and develop a team consisting of: 1 Infrastructure Engineer + 4 Service Desk Professionals
Conduct hiring, onboarding, coaching, performance reviews, and career development planning.
Promote accountability, service excellence, and operational discipline.
Foster collaboration between infrastructure, support, security, vendors, and business stakeholders.